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Service Centre Team Leader

3 months ago

Cardiff, Cardiff, United Kingdom Zurich Insurance Company Ltd. Full time

Location: Cardiff, Hybri

Closing Date: 19th August 2024

The opportunity:

An opportunity has arisen for a motivated individual to join our Service centre team as a Team Leader in Leeds or Cardiff. You will lead, develop, and inspire team members to achieve customer centricity at all touch points and drive best practice through improvements to key processes and business activities. As well as supporting and implementing plans and activity that improves the employee experience, customer experience and business results. The ideal candidate would be experienced in Customer and Client facing roles, acting as a key point of escalation, and driving high performance from their team members.

Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time. Please talk to us at interview about the flexibility you may need.

Key responsibilities:

  • Monitor and achieve targets to maintain productivity, quality, and service standards – team / individual.
  • Track performance of the team against operational targets.
  • Resolve customer and employee escalations independently. Get other subject matter experts or departments involved if unable to assist to ensure that exceptional customer service is delivered.
  • Monitor the team ́s processes and output to identify opportunities for improvement in areas such as customer satisfaction, employee communication, system changes, etc.
  • Maintain a detailed understanding of the metrics and the drivers of performance variances against expectations and use data to influence plans for team.
  • Develop knowledge and understanding of processes and procedures and ensure the teams work is undertaken to the standards of behaviour and in accordance with policies, delivering against operational Key Performance Indicators.
  • Support local implementation of operational change processes, adhere to practices and engage team members to also embrace change.
  • Monitor the quality results of team members and provide details of any concerns to Senior UW's and Centre Manager, whilst identifying what additional support can be provided.
  • Motivate, coach, and develop individuals to maximise potential and facilitate career progression.
  • Work as part of the management team to drive aspirational culture and to challenge business process to improve efficiency and productivity.
  • Take personal responsibility for resolving customer complaints/concerns.


Your skills and experience:

  • Team management and Leadership experience.
  • Service delivery excellence.
  • Good understanding of the Intermediary marketplace, competitors, as well as Intermediary business models, technology, and processes.
  • Adapts communication style to the individual needs of intermediaries.
  • Have effective personal and business organisational and planning skills with a proven ability to think creatively and to innovate.
  • Be self-motivated, goal orientated and resilient in a highly pressured environment.

Who we are:

At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people, and our planet.

With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry. We've made a promise to each other and every employee; to focus on sustainable impact, to care about each other's wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives, and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We've an environment that places a real importance on our people's wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.